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| - One star is too high of a rating...let me set the story. My system was originally installed in my wife's condo before we were married. Once married we moved it to my house and had the address and contract amended. During that time my account was owned by Power Home Technologies. The fault really starts with PHT since they never followed through and updated the service address. However once it was brought to their attention they issued a refund of service fees very quickly and their customer service was fantastic.
Moving on, my account was sold to ASG Securities one year and three months ago. The battery in my unit ran low and it gave a non-emergent signal to Monitronics who called and let me know that my battery needed to be changed at my wife's condo's address. The system had not been installed there for over two years now. Frustration ensues! I contact ASG Securities to report this failure in service. After three phone calls all lasting at least 30 minutes of hold time punctuated by brief interludes of conversation with low level customer service personnel I was directed to a VP of the company. The VP was very courteous and promised to make everything right. He was going to send out a technician at no charge to replace all the batteries and have the monitoring changed from Monitronics to in house (ASG) monitoring. Well we make appointments for the technician. The technician misses the first appointment. The second appointment the technician makes it but we only have 45 minutes for him to do the work (changing the battery), he spends 30 minutes on the phone trying to diagnose the problem. Problem found, battery is low; exactly what Monitronics communicated to me at least a week before. He doesn't finish the job have to reschedule. So, the reason it is so hard to schedule a technician is because they work bankers hours and are sent out of Charlotte. I live two hours from Charlotte and also work similar hours. So they have no way of fixing my system during the hours which I have off work, and I am not going to take PTO to accommodate a service I pay for. I decide to cancel my service and receive a full refund, therefore I call the VP who was all flowers and butterfly kisses before and he is decidedly unhappy with my decision. After I have communicated my wishes to him he dodges my calls for the next week. After finally getting in touch with him he tells me the person who can resolve my matter has been on vacation. Three days later, back in touch with the VP my refund is being processed HOWEVER I am being charged for the technician appointments because I have now chosen to cancel my service. WHAT!?!? I am being charged for your incompetence! How childish and petulant. During the conversation with this VP his tone and demeanor were offensive and incendiary. I was livid with frustration and told him I would be glad to have my business elsewhere and took the refund less the technician visits.
If you contract with this company you may receive service, you may even perceive it to be of a good value. Just remember that may change if you ever have a hiccup in your service and have to deal with their customer service department or even worst their upper management.
Now it get's even better! My service was cancelled two months ago. The system is still installed at my house because I own the security equipment. The alarm gets armed out of habit and because it makes a lot of noise if someone did decide to enter uninvited. Well it gets triggered by my real estate agent. The lady in the talking box asks him for the security password...WHAT!?! Service was cancelled two months ago what are you doing lady! Well the lady who is extremely nice works for Monitronics. ASG never deemed it important enough to pass on my cancellation to Monitronics. So the system gets triggered, they call my brother-in-law...which must be like 4th on the list of emergency contacts, he calls my wife, wife calls me, I call Monitronics, etc... I end up talking withing ASG who I hoped I was done with once and for all two months ago. They admit that they have the cancellation in their system but never sent that information to Monitronics. Come on...is anyone doing their job over there, or are you all just billing peoples credit cards information as fast as your bleeding fingertips will let you?
In conclusion, I am a very unsatisfied past customer of ASG who received a garnished refund from a company that sadly lacks in customer service from the base level employees to the VPs of the company. Contractors beware you may have an undesirable situation in your future.
Thanks for reading!
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